Sr Director, Customer Transformation and Strategy

Job Description:

We are looking for a Senior Director, Customer Strategy & Transformation (CX) to serve as the chief engine behind our Customer Experience strategy. This is a high-impact, senior individual contributor role that partners directly with the Chief Customer Officer (CCO) to define, articulate, and execute the global strategy that drives customer value and massive organizational scale.

You will not just build frameworks; you will lead the most critical enterprise-wide initiatives to modernize our Customer Success, Support, and Professional Services functions. If you are passionate about translating audacious vision into measurable action, building repeatable models that scale globally, and fostering a culture of continuous improvement and clarity, this role is your next challenge.

Who You Are Committed to Being

You are more than just a strategist—you are a catalyst for change and a trusted advisor. You are committed to:

• Simplifying Complexity: You have an innate ability to cut through ambiguity, translating complex, high-level vision into clear, simple action plans, measurable outcomes, and consumable narratives for every level of the organization.

• Driving Alignment and Clarity: You champion a unified approach, ensuring that global teams, cross-functional partners (Product, Sales, Marketing), and executive stakeholders are aligned on priorities, progress, and ownership.

• Exemplifying Executive Presence: You communicate with influence and precision, serving as a trusted advisor to the CCO and a compelling storyteller for the entire organization, capable of driving consensus among senior leaders.

• Enabling the Front-Line: You are deeply committed to empowering our customer-facing teams, ensuring that every transformation initiative lands with enablement, clarity, and measurable positive impact on their day-to-day work and the customer experience.

What You'll Do

CX Strategy & Alignment

• Serve as the engine of CX strategy, partnering with the CCO to refine and relentlessly drive the execution of our global strategic plan.

• Develop strategic operating models, frameworks, and KPIs that serve as the organizational blueprint for scaling customer value and efficiency.

• Ensure deep and ongoing alignment across all CX functions and critical cross-functional partners.

Transformation Leadership

• Lead and govern major, enterprise-wide transformation programs across Customer Success, Support, and Professional Services to modernize and scale the entire customer journey.

• Design and operationalize change management programs—including governance, cadences, and executive dashboards—to ensure global adoption and measurable success.

Execution & Enablement

• Translate strategic priorities into tangible, executable plans, deliverables, and outcomes that drive demonstrable results.

• Partner with functional leaders to design and roll out new processes, playbooks, and engagement models, ensuring our front-line teams are consistently equipped and enabled.

Culture & Executive Engagement

• Foster a culture of accountability and innovation within CX, driving engagement by simplifying complexity and creating clear ownership at all levels.

• Serve as a key communicator to the executive leadership team, articulating progress, mitigating risks, and powerfully storytelling the impact of CX transformation.

Experience You'll Bring

• 10+ years of progressive experience in Customer Experience, Customer Success, Strategy, or large-scale Transformation within a global organization.

• Proven success in leading complex, multi-year transformation or strategy programs that resulted in clear, measurable business and customer outcomes.

• Exceptional ability to connect vision to execution, backed by a portfolio of frameworks, operating models, and governance structures that scale reliably.

• Demonstrated skill at influencing senior executives and driving cross-functional alignment and accountability without formal authority.

• Outstanding communication, storytelling, and presentation skills with a strong executive presence.

• A clear track record of leading through ambiguity and creating organizational clarity in fast-moving, high-growth environments.

Requirements:

• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-ma